It’s the critical moment: that first tangible interaction where a student prospect reaches out to enquire about your institution. How well you respond and manage enquiries can make a significant difference to your conversion rate. Yet truly understanding your performance in the context of the market has always been hard. Until now.
The Enquiry Experience Tracker (EET) is a global syndicated research program that delivers an objective assessment of how well you’re doing. It’s from the student perspective, easy to learn from and very actionable.
Edified's student mystery shoppers pose as prospects and place enquiries through your key channels and analyse the responses. They mystery shop using a range of personas and enquiry channels.
Edified's experts score and benchmark the experience against other universities and colleges worldwide so you can understand your performance.
The scoring model, developed in partnership with UniQuest, measures a range of different data points to provide a holistic evaluation of the enquiry experience.
In your personalised report, you’ll be assessed against 44 criteria, including findability, responsiveness, clarity, personalisation and sentiment. Then you’ll receive an Enquiry Experience Score, representing the average rating from each mystery shopper.
The Enquiry Experience Tracker is a must-have for any data-driven student recruitment team. It’s a powerful tool to help you fine-tune your methods and your team’s performance in the vital window where student interest gives way to action.
View the results of the 2024 research
Mystery shopping
Edified employs real students as mystery shoppers, who place undergraduate and postgraduate study enquiries to each institution using key channels like social media, email and live chat.
Every year they create a set of relevant personas for each country or region. Mystery shoppers take on these identities and ask about courses.
They also ask questions about other common topics such as fees, accommodation, scholarships, admission requirements and processes.
The research involves up to 24 mystery shopping enquiries to each institution (six personas each with four enquiries).
From 2025, they will mystery shop international and domestic students in alternate years.
- 2025 – international students
- 2026 – domestic students
Below are the personas that will be mystery shopped in 2025.
We understand that institutions each have different recruitment priorities. If desired, participating institutions can substitute the optional persona listed here in place of one of the six standard personas.
Scoring and Benchmarking
Edified's benchmarking reports help you understand your performance relative to local and global competitors’.
You’ll also be compared against a standard of excellence – a measure informed by Edified’s expertise in student communication and insights from UniQuest’s conversion and student satisfaction data.
What can you expect?
You’ll receive a detailed, fully documented and personalised report with benchmarking, analysis and recommendations for improvement.
See an example institution report from 2024. Download here
The Enquiry Experience Tracker is a must-have for any data-driven student recruitment team.
Quantify how well your university delivers against key student engagement standards, and how your performance compares to your competitors.
You’ll be part of the mystery shopping and receive a personalised benchmarked report to support your student recruitment strategies.
Participation is simple and easy
- Register your institution
- Complete a short questionnaire
- Edified conducts field work and evaluation
- Edified sends you a final report
Registrations for 2025 close on 31 March 2025.
Registration options
*Get a 10% discount when using the code ‘UQ2025’.
|
Essentials £ 2,850 € 3,390 CA$ 5,550 US$ 3,750 AU$ 5,550 + GST Includes:
|
Standard £ 4,150 € 5,250 CA$ 7,950 US$ 5,750 AU$ 7,950 + GST Includes:
|
Premium £ 4,990 € 6,150 CA$ 9,990 US$ 6,750 AU$ 9,990 + GST Includes:
|
Extra Mystery Shopping 3 enquiries to your TNE, online or pathway partner/ programs £ 990 Group discount |
-1.png?width=50&height=50&name=Untitled%20design%20(1)-1.png)
.png?width=50&height=50&name=Untitled%20design%20(2).png)
